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Activation error: Unable to Proceed. We were unable to complete activation of your upgraded product

I have two home computers.  One is a laptop and one is a desktop. Both are running Windows 7.  The laptop is 32 bit and the desktop is 64 bit.  Today I ran Live Update on the laptop and it downloaded and installed the 22.5 update.  Then a nice screen with a big red X appeared which says:  "Unable to Proceed.  We were unable to complete activation of your upgraded product.  Try again by clicking Activate Now in the main window of your product.  (-1010)"  Of course, clicking Activate Now brought up Norton Autofix, and it found nothing wrong.  I cannot activate the update and cannot open Norton Internet Security now on the laptop.  I did shut off the automatic update to my desktop.  Any suggestions to fix this problem would be appreciated.  FYI, I have a 3 PC license that has 470 days remaining, and I only have NIS installed on the laptop and the desktop.

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好评2 Stats

Re: Activation error: Unable to Proceed. We were unable to complete activation of your upgraded product

Hi @AsianDelicacy,

We have reported this issue to team. It would be helpful if you could send me the logs. Could you please take a look at your inbox when you find time? Thanks. 

Thanks,
Sunil G A
Norton Forums Administrator
Symantec Corporation

Sunil_GA | Norton Forums Administrator | Symantec Corporation
好评0

Re: Activation error: Unable to Proceed. We were unable to complete activation of your upgraded product

Absolutely fantastic support.  You are the best, Sunil.  Thanks so much for fixing this problem.

Accepted Solution
好评1 Stats

Re: Activation error: Unable to Proceed. We were unable to complete activation of your upgraded product

The solution to get the 22.5 update to work properly was to completely remove Norton products using the Norton Removal Tool, then reinstall NIS.  If problems arise during the reinstall--and they did with mine--online help is available.  And, the people who provide online help are much better at resolving this particular problem than I was.

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Re: Activation error: Unable to Proceed. We were unable to complete activation of your upgraded product

Support was on my PC for a couple of hours yesterday for this problem. Several reinstalls using the tool did not fix the problem. I was told to wait 24 hours and retry the activation. I just did with no success. What's next support? Thank you.

Regards, Jon

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Re: Activation error: Unable to Proceed. We were unable to complete activation of your upgraded product

@W1mnk, May i know what exact error message are you getting on Norton product?

Sunil_GA | Norton Forums Administrator | Symantec Corporation
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Re: Activation error: Unable to Proceed. We were unable to complete activation of your upgraded product

Server error

We're working to resolve an issue that prevents us from completing your request. Try again later. (-6)

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Re: Activation error: Unable to Proceed. We were unable to complete activation of your upgraded product

Hi W1mnk,

I have sent you a private message requesting for more info on the issue. can you please look into it and reply back via private message?

Thanks,
Sunil G A
Norton Forums Administrator
Symantec Corporation

Sunil_GA | Norton Forums Administrator | Symantec Corporation
好评0

Re: Activation error: Unable to Proceed. We were unable to complete activation of your upgraded product

hello

i have the same problem ...when I want to introduce code..

"Server error

We're working to resolve an issue that prevents us from completing your request. Try again later. (-6)"

好评0

Re: Activation error: Unable to Proceed. We were unable to complete activation of your upgraded product

Hi @doruidric,

I have sent you a private message requesting more info the issue. Can you please look into it and reply back?

Thanks,
Sunil G A
Norton Forums Administrator
Symantec Corporation

Sunil_GA | Norton Forums Administrator | Symantec Corporation
好评0

Re: Activation error: Unable to Proceed. We were unable to complete activation of your upgraded product

Hello, 

I am having the same issue. My Norton seems to have reverted back to a trial. Now when I try and activate it says "Unable to Proceed" error -1010. Please advise.


Thank you. 

好评0

Re: Activation error: Unable to Proceed. We were unable to complete activation of your upgraded product

好评0

Re: Activation error: Unable to Proceed. We were unable to complete activation of your upgraded product

Thank you for you reply. The registry is correct. The fix you referred me to seems to be for error -6. I have error -1010. 

文件附件: 
好评0

Re: Activation error: Unable to Proceed. We were unable to complete activation of your upgraded product

I'm getting the same error message: "We're working to resolve an issue that prevents us from completing your request. Try again later. (-6)" My Norton 360 ran an automatic update and when I rebooted, my 360 "Premier" does not work! I have no protection. It's been a long day. I'm going to bed. If I get a virus during the night I'm going to be REALLY upset and look elsewhere from Norton. This is absolutely ridiculous! You force an update that doesn't work???? REALLY???? It was perfectly fine the way it was! Now what? Tomorrow evening after work I have to completely uninstall all Norton products, re-download, re-install, and then pray it works right? How about a free years subscription for wasting my time and giving me a forced update that wrecked my system???

好评0

Re: Activation error: Unable to Proceed. We were unable to complete activation of your upgraded product

Hello Matt D

Please contact the free chat program. They can fix the activation problem.

.Please contact the free chat program by using this link.

http://www.norton.com/chat

Thanks

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit Norton Core Security Plus 22.17.1.50 Core Firmware 282 I E 11 Chrome latest version.
好评1 Stats

Re: Activation error: Unable to Proceed. We were unable to complete activation of your upgraded product

Hi Matt D,

I had same problem as you, error (-6). After installation it didn't contact Norton server.

The problem is an entry in the windows registry.
=> HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Setup\State

here you need the following value: Name: ImageState ; Type: REG_SZ: Data: IMAGE_STATE_COMPLETE

if you have a value like  IMAGE_STATE_UNDEPLOYTE or equal, change to  IMAGE_STATE_COMPLETE

After change restart computer, and it should work. At least it work for me. I don't like anyone to remotely connect my computer.

好评0

Re: Activation error: Unable to Proceed. We were unable to complete activation of your upgraded product

I spent over an hour on with live help yesterday, 3 different technicians, only for me to not have the time to finish. But it seemed that they just could not fix this same error as those above. Server error We're working to resolve an issue that prevents us from completing your request. Try again later. (-6)
好评0

Re: Activation error: Unable to Proceed. We were unable to complete activation of your upgraded product

Hi Wasabi360, How do I go about correcting this as you listed in your comment? I spent over an hour with remote access, I don't like it either, but I had to try and get this fixed. Three technicians could not fix. I get this error as well. Server error We're working to resolve an issue that prevents us from completing your request. Try again later. (-6)
好评1 Stats

Re: Activation error: Unable to Proceed. We were unable to complete activation of your upgraded product

Hi Carla Mercer,

To fix you would need to go to registry edit (regedit.exe). Click Start, write to Search Programs and Files   " regedit ". Then enter or choose with your mouse. Then search location:

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Setup\State

Double click the image state (on your right side).  IF you have a value like  IMAGE_STATE_UNDEPLOYTE then put this IMAGE_STATE_COMPLETE   Then ok. Then close regedit. Then restart your computer. After that activate Norton again and it will ask you to put your Norton Account info.

This solution only works for error (-6). I made the instruction with pictures in zip file.  It will help you on this.

文件附件: 
好评0

Re: Activation error: Unable to Proceed. We were unable to complete activation of your upgraded product

I have checked the registry and it has IMAGE_STATE_COMPLETE listed already. I deleted it and retyped it, restarted my computer and I still get the error. I have even tried to run a live update and it "fails to complete". It completes the check for updates but stops there and gives error.

Is there anything else that I may be able to look for? I went to norton chat but I was the 79 cue position.

We're working to resolve an issue that prevents us from completing your request. Try again later. (-6)

好评0

Re: Activation error: Unable to Proceed. We were unable to complete activation of your upgraded product

This worked! Thank you very much! I do think it's ridiculous that Norton installs an update that wrecks the interface and then you need a computer programer to fix it though. Norton: Why is this?? How about release updates that my 77 year old mom can run?

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Re: Activation error: Unable to Proceed. We were unable to complete activation of your upgraded product

Hello!

Seems like i have the same problem. When I try to connect to the server I get mistake "We're working to resolve an issue that prevents us from completing your request. Try again later. (-6)", Could please somebody help me to solve this problem.

best regards Jekaterina

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Re: Activation error: Unable to Proceed. We were unable to complete activation of your upgraded product

I had this error. To resolve I logged into Manage Your Norton on the website, clicked on services, removed the licence linked to the PC which has the unable to complete the activation of your upgraded product then re-run the activation process on the failed machine. Worked perfectly after this.

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Re: Activation error: Unable to Proceed. We were unable to complete activation of your upgraded product

Thanks! 

It really solved the problem for me too.

好评0

Re: Activation error: Unable to Proceed. We were unable to complete activation of your upgraded product

Hi,
Server error: 

We're working to resolve an issue that prevents us from completing your request. Try again later. (-6)

好评0

Re: Activation error: Unable to Proceed. We were unable to complete activation of your upgraded product

Hello vnsoares

Please see the Hot Issues Announcement on the Top of This Forum. Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit Norton Core Security Plus 22.17.1.50 Core Firmware 282 I E 11 Chrome latest version.
好评0

Re: Activation error: Unable to Proceed. We were unable to complete activation of your upgraded product

An update has been released with a fix for several issues.

https://community.norton.com/en/blogs/product-update-announcements/norto...

Windows 10 Home X 64 Norton Security Premium Current
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Re: Activation error: Unable to Proceed. We were unable to complete activation of your upgraded product

Thanks.
The problem is resolved.

好评0

Re: Activation error: Unable to Proceed. We were unable to complete activation of your upgraded product

Hello, 

I am having the same issue. My Norton seems to have reverted back to a trial version. Now when I try and activate it says:

Server error

We're working to resolve an issue that prevents us from completing your request. Try again later. (-6)

Please advise.


Thank you in advance!

好评0

Re: Activation error: Unable to Proceed. We were unable to complete activation of your upgraded product

@NickP, the Norton activation error (-6) issue has been fixed with new Norton product version 22.5.2.15 release. Please run LiveUpdates to receive the latest version and let us know if you're still seeing the problem. Thanks.

Sunil_GA | Norton Forums Administrator | Symantec Corporation
好评0

Re: Activation error: Unable to Proceed. We were unable to complete activation of your upgraded product

I'm on version 22.5.0.124 i run the update and a message appears .. "Your trial version has been expired, your update cannot be completed". Yesterday before the update on 22.5.0.124 I had 45 days. Any suggestions are welcomed. Thank you!

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Re: Activation error: Unable to Proceed. We were unable to complete activation of your upgraded product

@NickP, Please try activating the Norton Internet Security by entering your Norton account email address and password in Norton product interface and let me know if that fixes the activation issue.

Sunil_GA | Norton Forums Administrator | Symantec Corporation
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Re: Activation error: Unable to Proceed. We were unable to complete activation of your upgraded product

I cannot have access to Norton interface, when I press to enter the account that message appears "Server error. We're working to resolve an issue that prevents us from completing your request. Try again later. (-6)"

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Re: Activation error: Unable to Proceed. We were unable to complete activation of your upgraded product

Hi, NickP. When you finally get the update to v 22.5.2.15, that should fix this issue for you.

If you shut down at night, try running Live Update manually, so that when this version becomes available in your area, it will pull the update down. It involves rebooting, and may come in 2 parts.

Windows 10 Home X 64 Norton Security Premium Current
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Re: Activation error: Unable to Proceed. We were unable to complete activation of your upgraded product

Finally I manage to fix it by changing the state on registry. Thank you guys for your support!

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Re: Activation error: Unable to Proceed. We were unable to complete activation of your upgraded product

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